Real problems. Real numbers. Real outcomes.
A handful of stories from twenty years of operating. Select a case to read the detail — problem, approach, and the numbers.
- Problem
A telemedicine SaaS 4x'd volume in eight weeks. Implementations were slipping, NPS dropped 22 points, and the founder was running every escalation.
ApproachRebuilt the implementation & CS operating model around a segmented, tiered playbook. Installed a weekly operating meeting and a real capacity model.
Outcome- ◆Grew from $1.8M to $7.2M ARR in 14 months
- ◆NPS recovered from 34 to 61
- ◆Founder off critical path for onboarding and escalations
- Problem
A PE-backed platform closed an add-on and stalled in month two. Two operating models, overlapping teams, and no clear leader.
ApproachInstalled as integration lead. Ran the Day-1 / Day-100 playbook, chose the target operating model, and re-cast the leadership team with the founder.
Outcome- ◆97% customer retention through integration
- ◆100% of Year-1 synergies delivered
- ◆Combined ARR grew from $9M to $14M in year one
- Problem
A profitable but scrappy $6M ARR business had a soft inbound from a strategic. Numbers weren't clean, contracts were a mess, no data room.
Approach10-month Exit Readiness engagement. Rebuilt reporting, cleaned up contracts and IP assignments, coached the founder through IOI and diligence.
Outcome- ◆LOI at 6.4x ARR — 2 turns above initial indication
- ◆Closed with zero purchase-price adjustments
- ◆Founder retained through a 12-month earn-out
- Problem
A partner channel that had once driven 25% of pipeline was contributing under 5%. Partner managers were doing admin, not selling.
ApproachRedesigned tiers, incentives, and enablement. Rebuilt the partner ops stack and installed a monthly joint-pipeline review.
Outcome- ◆Partner-sourced pipeline restored to 28%
- ◆Two new strategic partners signed in 6 months
- ◆Partner CAC 40% below direct